Complaints Handler

01About Zego 🚀

At Zego, we're on a mission to do the good thing, not the insurance thing.

Insurance hasn't changed much in over a century. The way we live, work and travel has. We're building the real-time, AI-driven infrastructure that powers innovative insurance, so good drivers get cover that works the way they actually drive.

We're not just updating insurance; We're leading the AI evolution in insurance 🤖

For us, AI isn't a line on a roadmap or a buzzword on a slide. It's our operating reality, and it's how we build products that back drivers instead of the old insurance playbook.

We don't do things slowly, and we don't do bureaucracy. We back high-performance builders who want ownership, early responsibility and the chance to do the most career-defining work of their lives. You'll get the space to try things, the tools to move fast, and the room to see your ideas reach millions of drivers.

Do not take our word for it. Read what Zegons say about us on Glassdoor.

If you're ready to build the future of insurance, we're hiring.

02Purpose of the role

Complaints are where things get real - the customer is already frustrated or in distress, the stakes are higher, and poor handling has direct regulatory consequences.

As a Complaints Handler, you'll own a caseload of customer complaints from acknowledgement through to final response. You'll investigate thoroughly, reach fair outcomes, and explain them clearly, all in line with DISP and Consumer Duty - and you'll take pride in getting it right for the customer first time.

You'll report to the Complaints Team Leader and work closely with teams across Claims, Fraud, Customer Support, and Sales to get to the right answer and fix the root cause.

03Case Handling

• Own and resolve a caseload of customer complaints following initial acknowledgement

• Investigate each complaint thoroughly, analysing all the facts and related documentation

• Gather the information you need from internal teams and external partners

• Draft Final Response Letters that are clear, fair, and evidence a full investigation

• Keep customers informed throughout and manage expectations along the way

• Stay in control of your workload by actively monitoring and updating case management systems

04Quality & Compliance

• Keep complaints logged, acknowledged, and progressed within DISP timescales

• Apply Consumer Duty and vulnerable customer standards consistently across every case

• Escalate complex, sensitive, or high-risk cases to your Team Leader promptly

• Support complaints reporting to management, senior leaders, QA assessors, and Compliance

05Collaboration

• Work with Claims, Fraud, Customer Support, and Sales to resolve complaints and address root causes

• Contribute to feedback sessions, process improvement discussions, and complaint trend insight

What you will need to be successful

06Essential

• Proven experience handling complaints end to end within an FCA-regulated environment, ideally motor insurance.

• Working knowledge of DISP and Consumer Duty as they apply to complaint handling.

• Clear, concise written communication, and the emotional intelligence to handle difficult conversations well.

• An analytical, organised approach - you can balance multiple priorities and deliver within SLAs.

• You work AI-first. You will use AI daily here, and we mean daily. You do not need to be an expert, but you do need to arrive curious, experiment fast, and take ownership of getting good quickly. People who wait to be trained will find this uncomfortable.

07Desirable

• Experience of ShareDo or equivalent case management systems.

08The Zego ways of working 🏡

Teams work better with time to collaborate and space to get things done. We call it Zego Hybrid: some of us are in our office (central London, Gibraltar or Halifax) weekly, others monthly or quarterly. It's about finding the balance between face time and focus that produces great work and a healthy life around it.

We also make a point of getting everyone in the same room. Teams come together every quarter, and once a year the whole company does, properly. It's a serious investment and consistently one of the best parts of the year.

Here is what the last one looked like.

09Benefits 🎁

💰 Market-competitive salary, benchmarked against your function and reviewed every year.

🏆 Annual performance bonus, linked to company performance and your contribution.

📈 Share options, a real stake in the company and a share in the future you build

🩺 Private medical insurance.

🏖️ Pension, generous holiday, and £1,000 a year to spend on getting to the office or learning something new.

💻 Cutting-edge systems and tools, so you always have what you need to drive your impact.

Ready to do the most impactful work of your career? We want to hear from you.

10Equal opportunities 🌈

We're an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, or disability status.

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